NEC recently released UNIVERGE Business ConneCT (BCT), an operator and contact-center software suite for the UNIVERGE 3C communications platform. BCT offers advanced role-based features to improve customer service and satisfaction, and is fully integrated with the 3C platform for easier licensing, deployment, and management.
UNIVERGE BCT resides on the UNIVERGE 3C system, and its software is downloadable from within the UNIVERGE 3C licensing server. The application uses the UNIVERGE 3C license file to enable consistent licensing, options, and capabilities across the entire solution.
• Connect customers to the right agent the first time.
Automated attendant & skills-based routing ensure calls and emails are forwarded to an agent trained to handle the customer’s specific request.
• Improve contact-center service levels.
Self-service IVR and queue announcements provide customers the option to select automated assistance, a callback, or leave voicemail, improving hold times, answer speeds and customer
• Improve staff efficiency when handling calls.
Detailed overview of queued calls and 3C presence management allow operators and agents to see
and communicate with other 3C users throughout the organization via SMS text, DECT and instant
• Increase revenue with accurate personalized service.
With VIP caller priority, customer information is visible to agents on incoming calls. Operators have access to integrated directory and all call information via a single, easy to read screen.
• Provide multi-language support.
It supports many languages (from a graphical user interface (GUI) perspective) without
additional licensing costs.
• Easily expand and grow.
Up to 10,000 agents and/or operators can be defined in the BCT system. Licensing is simultaneous, allowing other employees to easily take on operator or agent role during times of high call volume.
• Reduce training times.
Operators and agents utilize a common mode of operation, reducing the time required for cross-training and making it easy to switch roles without ever leaving the application client.